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As a service management solution, OTRS is traditionally used by help desks, IT organizations, corporate security teams and customer service teams.
All businesses
This product is really outstanding, we conducted a review of multiple service management tools and this came out on top.
Since there is no community version anymore, business version (commercial) is expensive and lack a lot of features when compared to some newer players.
The user experience with OTRS is amazing. Being able to show all your work to the client is great.
Interfacing with other systems is, out of the box, rather limited. You could build it yourself though.
Email inbound capabilities are great (maybe unique!). Easy to rollout, once you have a couple of basic admins, customising is quite powerful.
It is really difficult to set it up and configure everything.
It has all features that requires for our ticket system to have the best customer support. Tickets can be easily to manage and track the progress.
This is an open source tool, so you get what you pay for.
In addition to the best cost benefit of the market, the level of support is excellent. They are fast and extraordinarily available.
Not enough customizing possibilities for fields, form etc. Lack of report and dashboard editing.
Their product has constantly been on the improve and the team here are thoroughly enjoying the ease of using a powerful and simple ticket management tool.
No Dark Mode, no way to quickly update customer info from the ticket screen, instead having to go to a separate page to edit customer info.
Azuredesk is an excellent interface for our customer service needs, it is extremely easy to set up and use and the support from the team is fantastic.
Software is limited to basic service desk requirements. This is a streamlined product that does what it says on the tin.
Its good to have an special help when your company is a startup, Azure Desk has done all the needful to help us grow & be stable in such competitive market.
Not user friendly when updating user details in ticket. Problem with maintenance of the issues.
Prioritize real-user-identified key features according to your needs to find your best fit.
OTRS
Top FeaturesAzureDesk
AzureDesk
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